"Information queries: how to select and how to distinguish from other queries"
Posted: Wed Jan 29, 2025 5:51 am
Improving activities
At the final stage of working through customer opinions, it is necessary to find a way out of the situation within the organization. Did you receive a negative response due to the employee's incompetence? Then you need to solve the problem with him. If the situation is critical, then it may even be a question of dismissing the employee.
Is the buyer dissatisfied with a defective product? In this case, it is necessary to find out what batch the product is from and what caused the defect. Sometimes it is necessary to recall a low-quality product. Has the client complained about an unsatisfactory service? Try to organize the work in such a way as to avoid a repeat of the unpleasant situation.
So, by giving feedback to your company, consumers help you learn something new and useful about yourself and move towards becoming a better person.
Let's consider how to respond to negative customer reviews. The best technique for working through them is the algorithm for interacting with objections during sales. In essence, a negative response left by a consumer is the same objection, only with a negative connotation.
We suggest you use the following four-step algorithm. An important nuance is to strictly follow the sequence of stages. This is necessary for effective work with the client's psyche without ups and downs:
Agree: “Yes”, “You are right”, “We admit that this could have happened”.
Go to: “And”, “That’s why”, “For this…”, “Also”.
When giving in, give reasons: “We will provide fishing and forestry email list a 10-year warranty so that you don’t have to worry about quality”, “You will receive an additional coupon…”.
When asking, be sure to include: “When would be the most convenient time for your next visit?”, “We assure you that your second visit to us will confirm that what happened was an absurd accident…”.
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Let's clarify how the above algorithm should work in practice. Let's analyze a situation where the customer's dissatisfaction was caused by defective products. The manager should respond as follows: "You are absolutely right, this could have happened. This is the second time we have encountered such a situation, and unfortunately, this happened to you. Please accept our apology ... . To receive a bonus, please write your phone number in a private message. Thank you for choosing us."
Don't worry when customers leave negative opinions about the company's work. This is normal. You should monitor customer feedback and respond to it in a timely manner. Try to benefit from negative reviews: prepare responses to objections in advance, identify customer problems, improve the quality of service. Do everything possible to improve customer satisfaction.
Stay ahead of your competitors. Be attentive to your customers. Try to completely resolve any negative moments that arise when interacting with your company. Face criticism. A self-respecting company perceives it correctly and with dignity.
In conclusion, we would like to advise you to take the quality of customer reviews seriously. The influence of these opinions depends not only on whether they are good or bad. Using fake, custom-made responses is unacceptable. Your potential buyers will not be able to help but notice their artificiality. Fake reviews, supposedly coming from consumers, will call into question the reputation of your business and the quality of your product or service.
Only real customer opinions stimulate people to buy. Consumers can easily distinguish genuine emotions from fake ones. Want to win the trust of customers? Provide them with genuine reviews containing approval coming from the heart. Only in this case, potential customers will decide to buy a product or service from you. Take care of trusting relationships with consumers, because without them, successful business is simply impossible.
At the final stage of working through customer opinions, it is necessary to find a way out of the situation within the organization. Did you receive a negative response due to the employee's incompetence? Then you need to solve the problem with him. If the situation is critical, then it may even be a question of dismissing the employee.
Is the buyer dissatisfied with a defective product? In this case, it is necessary to find out what batch the product is from and what caused the defect. Sometimes it is necessary to recall a low-quality product. Has the client complained about an unsatisfactory service? Try to organize the work in such a way as to avoid a repeat of the unpleasant situation.
So, by giving feedback to your company, consumers help you learn something new and useful about yourself and move towards becoming a better person.
Let's consider how to respond to negative customer reviews. The best technique for working through them is the algorithm for interacting with objections during sales. In essence, a negative response left by a consumer is the same objection, only with a negative connotation.
We suggest you use the following four-step algorithm. An important nuance is to strictly follow the sequence of stages. This is necessary for effective work with the client's psyche without ups and downs:
Agree: “Yes”, “You are right”, “We admit that this could have happened”.
Go to: “And”, “That’s why”, “For this…”, “Also”.
When giving in, give reasons: “We will provide fishing and forestry email list a 10-year warranty so that you don’t have to worry about quality”, “You will receive an additional coupon…”.
When asking, be sure to include: “When would be the most convenient time for your next visit?”, “We assure you that your second visit to us will confirm that what happened was an absurd accident…”.
Read also!
Read more
Let's clarify how the above algorithm should work in practice. Let's analyze a situation where the customer's dissatisfaction was caused by defective products. The manager should respond as follows: "You are absolutely right, this could have happened. This is the second time we have encountered such a situation, and unfortunately, this happened to you. Please accept our apology ... . To receive a bonus, please write your phone number in a private message. Thank you for choosing us."
Don't worry when customers leave negative opinions about the company's work. This is normal. You should monitor customer feedback and respond to it in a timely manner. Try to benefit from negative reviews: prepare responses to objections in advance, identify customer problems, improve the quality of service. Do everything possible to improve customer satisfaction.
Stay ahead of your competitors. Be attentive to your customers. Try to completely resolve any negative moments that arise when interacting with your company. Face criticism. A self-respecting company perceives it correctly and with dignity.
In conclusion, we would like to advise you to take the quality of customer reviews seriously. The influence of these opinions depends not only on whether they are good or bad. Using fake, custom-made responses is unacceptable. Your potential buyers will not be able to help but notice their artificiality. Fake reviews, supposedly coming from consumers, will call into question the reputation of your business and the quality of your product or service.
Only real customer opinions stimulate people to buy. Consumers can easily distinguish genuine emotions from fake ones. Want to win the trust of customers? Provide them with genuine reviews containing approval coming from the heart. Only in this case, potential customers will decide to buy a product or service from you. Take care of trusting relationships with consumers, because without them, successful business is simply impossible.